We're on the hunt for a new helpdesk platform because our current one is getting too expensive and the admin workload is becoming overwhelming. We have around 1,000 to 1,500 users, and since we heavily use Slack, many support requests begin there—whether we want them to or not. Our IT team is small, so we need a tool that doesn't require constant monitoring. I have my own thoughts on potential options but want to hear from others. If you switched helpdesk platforms recently, what did you choose, and what worked well for you? I'm especially interested in insights about migration, SSO/SCIM/LDAP setups, how well the intake process works, and the ongoing maintenance once the initial excitement wears off.
5 Answers
We previously used Connectwise for over five years and then switched to Syncro this year. It was a breeze to migrate our tickets and train the team. Syncro has built-in features like tagging for multiple departments and integrated identity management, including password changes. It’s been a much better experience, especially with customer support, which was a pain point for us with Connectwise. Definitely check it out!
From my experience, the most important aspect of a helpdesk platform is how well it integrates with Slack. If your tickets primarily start as DMs and the workflow doesn't push them to the helpdesk, you might face issues. The tools that really worked for us were those that seamlessly incorporated Slack intake and identity integrations—otherwise, maintenance can become a hassle quickly.
Transitioning in a Slack-heavy environment often isn’t about the ticketing features; rather, it heavily relies on how requests are routed into the helpdesk. If your team doesn’t find the system intuitive for moving threads into tickets, you'll see significant drop-off. Are you more frustrated with the costs, or is it more about managing the platform itself?
Make sure to evaluate how many clicks it takes to create tickets from Slack threads during your trials. A lot of migrations go wrong because that process is too cumbersome, especially with your user count.
For us, a smaller organization with about 200 users, BoldDesk has been a game-changer. It’s helped with tracking and reporting and has a mobile app for push notifications, which is awesome when team members are away from their desks. Plus, it came in well under budget compared to other options.
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